Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: LBrookman
New Today: 83
New Yesterday: 55
Overall: 139896

People Online:
Visitors: 52
Members: 2
Total: 54 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Proactive Problem Management Implementation
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Proactive Problem Management Implementation

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
YXH
Newbie
Newbie


Joined: Jul 25, 2012
Posts: 1

PostPosted: Wed Jul 25, 2012 9:46 pm    Post subject: Proactive Problem Management Implementation Reply with quote

Hi. Our company has a pretty good foundation and process in place for Reactive Problem Management so I have been asked to help move organizations along with more Proactive Problem Management.

Has anyone been involved with this before and possibly already have a project plan or training presentations that they'd be willing to share that I can possibly tweak for my needs. This would be very helpful to me so I am structured and think about all the steps.

I'm trying to not be tool focused since I'm with a big company and it won't be possible that everyone can use the same toolsets so I was hoping for something more around the basic Proactive PM activities like trending analysis, compliance metrics, etc.

Thanks in advance for any info. I'm sure I missed a lot of details because I was anxious to get this request out there.
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Jul 26, 2012 4:24 am    Post subject: Reply with quote

It's good not to be "tool focussed" for problem management in all circumstances. Pro-active problem management is about having a strategy to focus on service components and infrastructure in alignment with the business' use (and intended future use) of the services, in order to anticipate what might be detrimental to the services in the future.

In fact, don't even think about tools until you have established policies and objectives.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
Boydness
Itiler


Joined: Aug 03, 2012
Posts: 24

PostPosted: Sat Aug 04, 2012 3:42 am    Post subject: Reply with quote

Is the questions related to which metrics to measure to identify the best use of your resources towards resolving the problems proactively, so that you can create the process and procedures to foster the identification of the specific areas to focus your resources?

My thought is if you are doing problem management correctly, your reactive problem management should already have the ability to proactively identifying your problems.

You are reviewing your incidents on a regular basis, correct? Do you review the previous day incidents? A weekly roll-up discussion and trending with the Incident Manager and respective Program Managers?



Boydness
Back to top
View user's profile
Caleb
Newbie
Newbie


Joined: May 22, 2014
Posts: 9

PostPosted: Mon May 26, 2014 4:32 pm    Post subject: Reply with quote

This is sounding quite good basically this is how it grows and i believe that taking it to another level is how the moment works.
What you have highlighted is something that works for that particular time period and that is how it has to be which is fine enough to understand.
Back to top
View user's profile
ChangingMan
Itiler


Joined: Apr 28, 2014
Posts: 26

PostPosted: Tue Jun 24, 2014 5:53 pm    Post subject: Reply with quote

Proactive probelm management. Hmm something of a descriptional oxymoron.

But having done thing at enterprise scale I can advise what it looked like for us.

The goal is basically to spot trends and patterns within complex systems and use them to take preventative actions before the incidents / problem occur.
We plotted out our P1 problems (created from P1 incidents) on a linear graph and used root cause codes to identify them individually. Then we performed some simple analysis of the data.

This sounds simple but the more complex the systems you support the more complex that analysis becomes.
We had reasonable success with this and measured by service we were able to reduce like for like P1 incidents.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.